Project Report

(Project Semester June-Dec 2018)

“Quality of Work Life”

Submitted by
Anjali Bharti
Student ID: 16BBAN075

GOSPEL FACILITY MANAGEMENT

Under the Guidance of

Faculty Internship Guide Industry Guide:

Mr. M. Kuruvilla Mr. Dileep
Goswami Designation: Assistant Professor Designation:
HR Manager

Department of School of Management

JECRC UNIVERSITY, JAIPUR

11TH JUNE TO 11TH JULY 2018

Start Month End Month Year
 Declaration
I hereby declare that the project work entitled “Philosophy of
Human
Resource Management ” is an authentic record of my own work
carried out at “Jaipur” as requirements of six months project
semester for the award of degree of “Bachelor in Business
Administration”, JECRC University, under the guidance of
“Gospel Facility Management” and “Mr. M. Kuruvilla sir”,
during 11th June to 11th July, 2018.

Signature of student
Anjali Bharti
16BBAN075

Date: 2nd Nov ’18

Certified that the above statement made by the student is correct to

the best of our knowledge.

Mr. M. kuruvilla sir Mr. Gaurav

Goswami
Faculty Internship Guide HR Manager
Gospel Facility
Management

Signature
 TABLE OF CONTENT

S.No. Component Page Number

1 Acknowledgement 4

2 Abstract 5-6
Chapter 1: Company’s Profile

I. Introduction
II. Mission & vision
III. Company’s guarantees
3 IV. Objective 7-9
Chapter 2: Nature of Business
4 10-11

Chapter 3: SWOT Analysis

5 13-13
Chapter 4: Research
Methodology

I. Introduction
II. Scope
III. Objective
IV. Sampling
V. Data collection
6 VI. Limitation 14-17
Chapter 5: Data Analysis &
7 interpretation 18-22

8 Chapter : review of literature 23

9 Finding 24

10 Conclusion 25

11 appendices 26-27

12 Bibliography 28
Abstract / executive summary
Gospel Facility Management is an emerging market player in Manpower
Supply /Janitorial services/Housekeeping services. The research project
entitled as “” is upon providing world class facilities and our company is best
in giving world its best services. Gospel Facility Management Services is
common for organization and institutes to hire professional facility
management services to take care of their property and ensure its proper
maintenance. Facility management is a professional management discipline
focused upon the efficient and effective delivery of support services to the
organizations. In this report we also focus that how our company is concerned
to build a strong customer relationship.

What do you mean by human resources management? And why it is

important for the organizations?

Human resource management (HRM or HR) is the strategic approach to the

effective management of organization workers so that they help the business
gain a competitive advantage, commonly known as the HR Department, it is
designed to maximize employee performance in service of an employer's
strategic objectives. HR is primarily concerned with the management of people
within organizations, focusing on policies and on systems. HR departments are
responsible for overseeing employee-benefits design,
employee recruitment, training and development, performance appraisal, and
rewarding (e.g., managing pay and benefit systems). HR also concerns itself
with organizational change and industrial relations, that is, the balancing of
organizational practices with requirements arising from collective bargaining
and from governmental laws.

What is customer relationship management and why it is so important for

every organization?Customer-relationship management (CRM) is an
approach to manage a company's interaction with current and
potential customers. It uses data analysis about customers' history with a
company to improve business relationships with customers, specifically
focusing on customer retention and ultimately driving sales growth.

One important aspect of the CRM approach is the systems of CRM that
compile data from a range of different communication channels, including a
company's website, telephone, email, live chat, marketing materials and more
recently, social media. Through the CRM approach and the systems used to
facilitate it, businesses learn more about their target audiences and how to best
cater to their needs.

Therefore, gospel have strong concerned towards making customer relation

and customer satisfaction and development and management of human
resource, so that they can built a huge market base to achieve the ultimate
profit, as our company is not running for long so it’s difficult to build strong
base in the market so here are the mission,vision, function and working that
how our company have built there market.
CHAPTER 1: COMPANY’S PROFILE

1.1 INTRODUCTION

Gospel Facility Management is an emerging market player in Manpower

Supply / Housekeeping services. We provide the best professional team
in market which is always ready to serve world class services. We
ensure you and your clients that they will get satisfaction after availing
our services.

Facility Management Services is common for organization and institutes to

hire professional facility management services to take care of their
property and ensure its proper maintenance. These services use the
latest available tools technologies and processes to manage the property
and keep it in great shape in terms of protection and hygiene standards.

At Gospel Facility Management, we provide you the endowment services on

salutary grounds, considering your satisfaction for work, served. We
are obliging on the principle of customer satisfaction and optimum
usage of resources. Our staffs embellish your property and your work
place with their quality work. We are looking forward to join hands
with your institute and to serve you ethical business

1.2 MISSION OF THE COMPANY

The mission of our company is provide jobs to all un-employed people,

Who don’t have skills but have a discipline to work for living.

VISION OF THE COMPANY

 The vision our company created is growth of human resources. Human
spirits have right in live in the society proudly, and by having jobs they can
obtain

what they actually want. Needs and wants are to be full filled and having a
work life all the employed people can fulfill their needs and wants.

1.3 OUR GUARANTEES

 GOSPEL Facility Management is legally licensed, bonded, and
insured to provide professional cleaning/Manpower services.
 Security problem resolution ( proper check on identification
documents)
 Developed work quality.
 Personal attendance would be checked on staffs by our management.
 Reliever/Replacement will be provided in case of absenteeism or any
other cases.
 Punctuality will be maintained.
 Customer Relationship Management
 Gospel Facility Management agrees to observe all holidays of and
perform all services during the agreed upon days and times.
 Finds any of our services to be unsatisfactory, please contact Gospel
Facility Management within 48 hours.

As per the information, I as intern, obtain lots of skills in providing

human resources and creating best marketing skills for the company to achieve
its goals and objectives. For the company business should not be steady, it
should be growing and developing, business developer is one who plays a vital
role in business by planning the long term aspects of profit and nonprofit
activities either small or large which serves purpose in developing the business.
Here our company focuses on providing human support service to
institutes/organizations/hospital center etc., by managing their need and fulfill
the demand of the clients.

1.4 OBJECTIVE

• Profit Earning

Business is a set of activities undertaken with the prospect of sale for the
purpose of earning a profit. Profit is the extra income over the expenses. The
main objective of any business is to earn a profit. Just as a plant cannot survive
without water, similarly a business cannot sustain without profit.

• Increasing Productivity

Productivity is a scale to measure the efficiency of the business activity. It is

usually the last objective but just as important because productivity is
measured by the output given by the activities. It is the end result of any
business activity.

• Maximum Customer Satisfaction

Strong customer satisfaction is the most important objective to be considered

because maximum customer satisfaction leads to loyal customer in for
company

• Employment Generation

One of the major problem today’s generation facing is unemployment.

Business generates employment. Therefore, it is the social objective of a
business to give chances to beneficial employment to individuals of the
society. In a nation like India, unemployment has turned into a critical issue.
CHAPTER 2: NATURE OF THE BUSINESS

INTRODUCTION

GOSPEL Facility Management is certified company, works in manpower

services and janitorial services. Company finds strong hand in janitorial and
serves in many cities of India. The Company having an objective of
“employment in India”. As company employ skilled workers and professional,
and place them according to their profiles in different companies.

Gospel Facility Management Services is common for organization and

institutes to hire professional facility management services to take care of their
property and ensure its proper maintenance. Facility management is a
professional management discipline focused upon the efficient and effective
delivery of support services to the organizations. In this report we also focus
that how our company is concerned to build a strong customer relationship.

At Gospel Facility Management, we provide you the endowment services on

salutary grounds, considering your satisfaction for work, served. We are
obliging on the principle of customer satisfaction and optimum usage of
resources. Our staffs embellish your property and your work place with their
quality work. We are looking forward to join hands with your institute and to
serve you ethical business.

Nature of the business here state that the company’s ground in the social
arrangement which pursues collective goals which control the business
activities and its own performance. A boundary separating its from is business
environment.

SCOPE

 The company play a strong hand in loyal customer base, type of

framework by company advances the companies CRM which is in good
prospect for company as CRM can give a greater result to company and will
also help in increase in growth of company.
 The company uses the strategy of calling to the target market which is
leading to increase in product awareness in the market.
 And the process of job analysis is also an advantage for a company as
the are employing the workers and this is leading to increase in employ
turnover ratio of company which means a higher profit and more satisfaction

LIMITATION
There are some limitation in the framework of company which are hindering
the management of a company as follows:
 As company having a high ratio of unskilled labour creates issues of
unprofessionalism and also destruction in management of company.
 As it’s a small scale company, it faces the problem of low market share.
 Company also faces the problem of low market awareness of company
types and products .
CHAPTER 3: SWOT ANALYSIS OF A COMPANY

STRENGTH WEAKNESS

• LOYAL CUSTOMER BASE • • LOW MARKET AWARENESS

LOW DEBT
• NO ESTABLISHED

• CUSTOMER SATISFACTION STANDARDS

• WORKER AS ASSETS • UNPROFESSIONALISM IN

LABOURS

• HIGH COST STRUCTURE

OPPORTUNITIES THREATS

• CREATED EMPLOYMENT • FAILED COST STRUCTURE

OPPORTUNITY
• HIGH COMPITITIVENESS IN
• UNIQUE PRODUCT MARKET

• EASY REACH IN MARKET • VARIETY OF COST

STRUCTURE

involves the strategic planning technique used to help person or organization

identify strengths, weakness, opportunities and threats related to business
competition or project planning. Here in this analysis

it is elaborated that the company having a good customer base but the cost
structure is not diverse, is created a problem in the company’s and has also
become a threat for company as the other rivals in market carrying more viable
cost structure. And there are 2 factors in SWOT analysis

(a)Internal factor (b) external factor

Therefore our company’s swot analysis as below;

Strengths and weaknesses (internal factors within an organization):

• Human resources — staff, volunteers, workers, target population

• Physical resources — your location, building, equipment

• Financial — grants, funding agencies, other sources of income

• Activities and processes — programs you run, systems you employ

• Past experiences — building blocks for learning and success, your

reputation in the community

Opportunities and threats (external factors stemming from community or

societal forces):

• Future trends in your field or the culture

• The economy — local, national

• Funding sources — foundations, donors, legislatures

• Demographics — changes in the age, race, gender, culture of those you

serve or in your area

• The physical environment —is your building in a growing part of

town? Is the bus company cutting routes?

easier.
Chapter 4: RESEARCH METHODOLOGHY

4.1 INTRODUCTION

What is Research Methodology?

Research methodology is the specific procedures or techniques used to

identify, select, process, and analyze information about a topic. In
a research paper, the methodology section allows the reader to critically
evaluate a study's overall validity and reliability.

The two basic research approaches are quantitative and qualitative research.
Both types have different purposes.

1.) Quantitative research aim to measure the quantity or amount and

compares it with past records and tries to project for future period. In social
sciences. The objective of quantitative research is to develop and employ
mathematical models, theories or hypothesis pertaining to phenomena.
2.) Qualitative research presents a non-quantitative type of analysis.
Qualitative research is collecting, analyzing and interpreting data by observing
what people do and say. Qualitative research refers to the meanings,
definitions, characteristics, symbols, metaphors, and description of things.

This is report falls in descriptive design. Before we go further you should you
know what descriptive design is? Descriptive research methods are pretty
much as they sound — they describe situations. They do not make accurate
predictions, and they do not determine cause and effect.
This report is descriptive, as it describes the whole working situation and its
functions, it’s not a predictable data but in this report we identify the problems
our company faced in during the internship. But before looking into the
problem we must know how gospel facility management works.
HERE, the research is all about company’s cost structure/ pricing structure
in which the interns found the gap or loop hole in the company’s cost structure.
Research says that the company’s cost structure has some lacks which are
hindering the business activities i.e. because the company is not being able to
work with the low budgeted clients and those who need less number of
employs. Cost structure gap is impacting the company as the sales cannot be
generated when the pricing structure is not flexible.

4.2 SCOPE
And here are the scope related to the research by the company gives the full
coverage of studies under research. Elaborately explained, here that the
company has some major gaps in increasing the market coverage.
The above research illustrates the scope of the study;
• Market coverage
• Customer satisfaction
• Analysis on expansion of business
• Knowledge about the competitors and their products, and pricing
structure
• Client’s wants and preferences.
• Framework of market strategy
• More of product awareness
• Loyal customer’s base
4.3 OBJECTIVE
The purpose of writing the objective of research methodology is so that there
will be a clear definition about “why this research has been
conducted”?
 The first objective here is, to find the loop hole in the company’s
structures.
 Secondly, to gain familiarity and to achieve new insights of company as
well as the problems in management of the company.
 Importantly, here is the considerable objective is that so now the
company can cover the maximum market and to achieve the set target
market of the company.

4.4 Sampling
is a process used in statistical analysis in which a predetermined number of
observations are taken from a larger population. The methodology used to
sample from a larger population depends on the type of analysis being
performed but may include simple random sampling or systematic sampling.
Size
The total size of the population is around 20 of company’s clients.
Sampling technique
Here in this research the company has chosen the sampling technique in a
statistical study, sampling methods refer to how we select members from the
population to be in the study. And the company has done the
Stratified random sample in the population is first split into groups. The overall
sample consists of some members from every group. The members from each
group are chosen randomly. Therefore the company has split the groups (a)
targeted clients who have rejected the proposal, (b) company’s clients, and then
randomly selected the person for reviews.
 4.5 DATA COLLECTION

The data to be used will come from multiple locations. Some of those
locations will be from the existing clients, comparison with other competitive
companies, or related websites. Other data will come from
questionnaires/surveys mailed to businesses along with phone interviews
using the questionnaires as a guide for the interview so that I am not getting
off track, and thus gaining

The questionnaires/surveys, along with phone interviews, will allow for a

random collection of data to support the research. The method which is used
in this research is primary data which has been conducted by the company
through questionnaires/survey/interview question.

4.6 LIMITATIONS

There are some limitations in the framework of company which are hindering
the management of a company as follows:

 As company having a high ratio of unskilled labour creates issues of

unprofessionalism and also destruction in management of company.
 As it’s a small scale company, it faces the problem of low market share.
 Company also faces the problem of low market awareness of company types
and products.
 Superior pressure.
 Research is not a complete solution to any structural issue as there are many
dominant variables.
 research is not free from bias. As the conclusion cannot be verified
CHAPTER 5: DATA ANALYSIS

Data Analysis Methods I considered multiple ways of analyzing the data, but
narrowed it down to a minimum of three different methods. The first is
“content analysis - which is to look at data condensation or arrangement of data
around what appears to be common themes”. This method will be to simply
look at all the data and see if any themes are presented. The next method to
consider is “grounded theory analysis – which is let the data speak for itself
and see what it presents to you. Finally, the third method that presents away to
analyze the data would be “triangulation – an approach that applies to both
quantitative and qualitative data analysis simply meaning to bring more than
one source of data to bear on the research question” This overlap of data would
be of great support to the research question, thereby giving the findings extra
strength.

Q.1 Are you aware about the company?

Ans. Here, according to the study and research I have analyzed that the
awareness about the company in the market is in less numbers. Here the results
are 45% were unaware about the company and its product.

Q.2 For which facility are you availing services from gospel?
Ans. As per the study

Manpower services Janitorial services Others

6 11 3
 services
manpower janitorial others

15%
30%

55%

Q.3 For how long have you been availing services from gospel facility?
Ans. Since, the company is running from last7-8 years. Company having a
great
Strength in customer loyalty. So there are 45% customers who are loyal
customers.

Q.4 Are you satisfied with the service is been provided to you?

Ans. As per results

Satisfied Not Satisfied Not Availing

9 7 4

services
satisfied not satisfied not availing

35% 40%

25%

Q.5 What are the main reasons for not choosing services by gospel facility
 Management?
Ans. Data as followed:

Product line Price Awareness Attractive

6 10 5 1

5% services
product line price awareness attractive

25%
20%

50%

Q.6 What are the main reasons of choosing the services of gospel facility?
Ans. Customers uses the services because of the strong past records and quality
Service. And the strong and promised guarantees have also attracted the
Customer.
Q.7 What changes would you like to see in gospel facility management
services?
Ans. It results in main change in the price structure of the company
Information as follows:

Variety product Flexible pricing Better services

11 7 2
 services
varity product flexible price better services

10%

40%

50%

Q.8 Will you recommend the services of gospel to others?

Ans. Here, the observation result of this data, there may be some false data because
of

the speculated answers.

YES NO

13 7

recommand
yes no

35%

65%
Q.9 In which plan gospel should come up with some effective and flexible
changes?

Ans. Same here, the survey above and in this questionnaire clearly state that
not every customer or clients are happy with the cost structure of the
company.

As follows:

Pricing structure Product Management

11 5 4

Sales
pricing structure product management

15%

30% 55%

Q.10 What changes would you like to see in the services by gospel facility
management? Give you answer in statement?

Ans. After analyzing and reading the answers by the clients, it has been
cleared that the company needs change in the cost structure because the
clients of telephonic survey and company with low requirement has
stated that there should be more flexibility in the company’s cost
structure.
CHAPTER 6 : Review of literature

“In a truly great company profits and cash flow become like blood
and water to a healthy body: They are absolutely essential for life
but they are not the very point of life” – Jim Collins, Author “Good
to Great”.

A literature review is both a summary and explanation of the

complete and current state of knowledge on a limited topic as found
in academic books and the company’s journal, articles.

Gospel must be do the review of literature about the problem is

suffering from and find out the appropriate solution the to maintain
the reputation of the company, after doing review from the book
“marketing management” by ‘philip kotler’, gospel finds the best
marketing techniques and strategy for the business organization.
CHAPTER 7: FINDING

After the analysis of the data and the research show out the facts
and figure supporting that the companies has a very limited
market coverage and limited potential clients. And as per the
figure of facts say that the clients are not satisfied with the plans
company offers. Hereby the conclusion which occurred is that the
company has a loop hole in the plans they offer to the clients.

And it is also been analyzed that the company’s target market is

not connecting with the company because of the bounded
products pricing structure.
 CONCLUDE

Hereby, the conclusion which occurred from the research is that,

company needs to come up with better strategies to perform market coverage
and required to resolve the barriers which are company facing because of the
product pricing structure. Here are conclusion and solution of the above
problem of research.

The solutions of the problem, as per the facts and figures of research are:

Therefore, the company can modify its plans and structure, so that they can
achieve their objective of the research.

Here, now the company is suggested to perform a different Pricing Structure

for the services they are selling and to come up with the idea of CRM
management so that they can get in touch with their services been provided.

BEFORE THE RESEARCH:

Company use to provide services in bulk and sole candidates but with the same
pricing structure which is including 9% of company’s commission, PF + ESI of
both employer and employee and GST. But after the research when the result
were against the company’s pricing structure and because of this company
could not able to perform in the market coverage.

AFTER THE STUDY:

Here, the company has come up with the total new plan for those who don’t
want the services in bulk. The plan for sole candidate not out of the
company’s norms. The company has now included the new plan as follows:

After the study, it was necessary to came with the new structure which is, if
any client is wants sole candidate than the pricing will be 5% of commission
adding up GST. SO, that clients need not to pay the heavy price for a
candidate.
APPENDICES

1. Are you aware about the company?

i) Yes

ii) No

2. For which facility are you availing services from gospel?

i) Manpower (professional)

ii) Janitorial services

iii) Other

3. For how long have you been availing services from gospel facility
management?

i) Last 2 years

ii) Loyal customer

iii) Not availing services

4. Are you satisfied with the service is been provided to you?

i) Satisfy

ii) Not satisfied

iii) Not availing the services

5. What are the main reason for not choosing services by gospel facility
management ?

i) Small product line

ii) Limited cost structure

iii) Non awareness

iv) Not attractive (comparatively )

6. What are the main reasons of choosing the services of gospel facility
management?

i) Strong customer base

ii) Unique products

iii) Guarantees served

7. What changes would you like to see in gospel facility management

services?

i) Varieties in product line

ii) Flexible cost structure

iii) Better services

8. Will you recommend the services of gospel to others?

i) Yes

ii) No

9. In which plan gospel should come up with some effective and flexible
changes?

i) Cost structure plan

ii) Product line plan

iii) Management plan

10. What changes would you like to see in the services by gospel facility
management. Give you answer in statement?
BIBLIOGRAPHY

www.journal.sagepub.com

www.slideshare.net

www.google.com